Operations Support Specialist (Work from Home)

Varsity Tutors is building a global on-demand expert network and is on a mission to help people learn by seamlessly connecting experts and learners in any subject, anywhere, anytime. The Operations Support Specialist supports tutors, solves technical issues, monitors sessions, and evaluates quality and adherence.  

We are looking for candidates with an interest in working in a fast-paced, mission-driven environment call center. The ideal candidate easily adapts to the needs of the organization, is a problem solver and self-starter, and has a passion for fulfilling our company’s mission of helping people learn.

Responsibilities: may include some or all of the following tasks;

• Provide Customer Support to Contracted Tutors
  • Account Setup
  • Specific Student Opportunities or Assignments
  • Tutoring Products
  • Technical Issues
  • Scheduling Conflicts
  • Payment and Payroll
  • And more 
• Provide guidance and assistance to tutors about:
• Take inbound inquiries over phone, chat, and email and even on video in our learning platform
• Complete workloads related to tutor support such as account updates, account reviews, document reviews, subject assessments, etc
• Resolve Technical Issues for both Instructors and Students
• Resolve technical issues for both instructors and students
• Assist customers and tutors in realtime on chat and video with technical issues
• Follow up via email, phone, chat, or video with customers and tutors that submit technical issues via email
• Follow process to submit to engineering if the issue can not be resolved immediately
• Support and Audit Tutoring Sessions
• Monitor live online classes 
• Assist instructors on starting and ending class sessions
• Provide Insights for School System Partners
• Handle complaints, provide appropriate solutions and alternatives
• Measure quality inputs, such as compliance to client-defined requirements, tutor preparedness, and platform ease of use.
• Address defects that require intervention on behalf of our clients, such as replacing tutors when necessary and escalating issues that prevent student learning

Qualifications:

• Level B2 English proficiency
• Experience in a customer service center, taking inbound calls, chats, emails, or workloads
• Experience with Google documents
• Professional experience in recruiting, education, customer service, retail, or another fast-paced environment preferred or a bachelor's degree  
• Experience with technical support preferred
• Strong analytical and problem-solving skills 
• Comfortable performing all job responsibilities on a laptop or …